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Independant Complaints Mechanism (ICM)

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Proparco has put in place an Independent Complaints Mechanism where individuals, groups, communities or other parties who believe to be adversely affected by a project financed by Proparco can make a complaint.

Proparco purpose is to support private sector development in developing and emerging countries. In order to promote a sustainable and resilient economy, the protection of the planet and the reduction of inequalities, Proparco respects high environmental, social and ethical standards based on human rights, the fight against corruption, transparency, dialogue with its stakeholders and reducing its ecological footprint.

During their deployment, projects may have unexpected or uncontrolled negative effects on the environment and people, including communities, workers or other stakeholders. This is why Proparco has set up an Independent Complaints Mechanism (the ICM).

This mechanism gives any person, local community or group of individuals who feel they have been negatively affected by a project financed by Proparco the opportunity to file a complaint with Proparco, the right to be heard and if necessary, provide access to remedy.

The Independent Complaints Mechanism is a joint initiative of Proparco and the German and Dutch Development Finance Institutions (DFIs); DEG - Deutsche Investitions und Entwicklungsgesellschaft, the German bilateral private sector development bank and FMO - Netherlands Development Finance Company, the Dutch bilateral private sector development bank.

The DFIs commit to regularly review and update, if necessary, the ICM policy in order to ensure its robustness, effectiveness, compliance with best practices, its accessibility and its capacity to adequately carry out the claims process whilst meeting the needs of stakeholders.

The panel of experts is fully independent from Proparco and ensures impartial handling of complaints. It first decides on its eligibility, and, where relevant, the processing of the complaint. The panel communicates with the complainant, is responsible for dispute resolution or compliance review actions and writes a report on each eligible claim. 

The Panel is formed of three international specialists with expertise in mediation, social, environmental and legal and/or financial issues as well as in supporting complaints mechanisms.

Find out more about the Independent Expert Panel

News: Revised Independent Complaint Mechanism Policy comes into effect

Published on 1st March 2026

A collaborative and consensus‑driven policy revision process

The DFIs and the ICM Independent Expert Panel led a multi‑year, expert‑facilitated, and consultation‑driven revision of the ICM Policy, working collaboratively from the initial 2022 review through extensive stakeholder engagement and consensus‑oriented drafting. Following a formal public consultation process in 2025, the jointly prepared final ICM Policy was endorsed or acknowledged by the DFIs in December 2025. See the link below for more information on the process that was followed.

The ICM Policy Review & Update - ICM Public Consultation

Key improvements

  • The revised ICM Policy introduces clearer and more predictable processes and timelines aligned with similar accountability mechanisms.
  • It strengthens operational independence by replacing DFI‑based complaints offices with a fully independent, three‑member Panel supported by dedicated staff.
  • It ensures consistent budgeting, reporting, and governance through a single website (currently under development) and an empowered Panel Chair.
  • It expands the mechanism’s functions to include advisory and outreach roles.
  • It introduces a formal deferral option for early resolution.
  • And it clarifies the treatment of financial intermediaries and establishes time‑bound monitoring tied to management action plans. 

Overall, the final policy shows strong alignment with international standards and enhanced independence.

Implementation and Panel Chair appointment

The final ICM Policy is in effect as of 1 March 2026, after which all newly submitted complaints will be handled under the updated policy. 

The DFIs are pleased to announce that Dr. Marina d’Engelbronner-Kolff, a current Panel Member, has been appointed as the Panel Chair. In her role as Panel Chair, Dr. d’Engelbronner-Kolff will continue to serve as a Panel Member while assuming additional representational, operational, and managerial responsibilities, including oversight of the ICM’s dedicated staff, to ensure the mechanism operates effectively and efficiently.

Complaints must be submitted in writing and sent by email, post or using the online form available on the Proparco website.

Complaints must be submitted in text form. Complaints can be submitted via internet, by e-mail or per mail/post. Please ensure that your complaint includes the following:

  • Name and contact details, including country of residence*
  • Proof of authority to represent if filing is done by a representative
  • Identification of the Proparco related project (e.g. company name and project site) that is linked to the alleged adverse impact*
  • Information regarding the alleged harm, provided in as much detail as possible, and how you are directly affected*. If you have any documents you deem relevant, please attach these to your complaint
  • Information what has been done prior to this complaint to address the stated harm*
  • Whether you wish that Proparco keeps your complaint confidential*
  • If relevant, provide an indication, which of Proparco’s policies has allegedly been breached
  • What you hope to achieve with your complaint, what resolution or remedy you are seeking*

Information marked * is mandatory.

Via internet:
You may submit the complaint by means of our secure online form.
Online form 

By mail/post:
Please send your complaint, preferably using the complaint template provided, to the following address:
Complaints Office
Proparco 
151 rue Saint Honoré 
75001 Paris
France

By email:
Please send your complaint, preferably using the complaint template provided, to the following email address: complaintsoffice@proparco.fr.

Submit a complaint

The information collected about you is processed under the responsibility of Proparco in order to manage the E& S complaints mechanism. You can, under the conditions defined by the applicable regulations, access your personal data or request their erasure. You also have the right to object, the right to rectification, the right to restrict the processing of your data and the right to data portability. To exercise these rights or if you have any questions about the processing of your data, you can contact the Data Protection Officer (DPO) of the AFD group, electronically: informatique.libertes@afd.fr or via an online form. If you feel, after contacting the DPO and getting its response, that your rights are not being respected, you can make a complaint to the CNIL.

More information on the processing of the collected data

This overview provides details of the complaints that have been declared admissible by the Independent Expert Panel since the implementation of the Mechanism:

Project Client Country Sector Status Complementary information
FRB FirstRand Bank Republic of Liberia Finance Monitoring More information
Anonymous Anonymous Asia / Middle East Renewable energy Admissibility decision -

Annual reports DEG/FMO/Proparco

Independent Complaints Mechanism Public Consultation on the Draft Policy :

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